Kathelene Ilk

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I do NOT RECOMMEND buying from them!

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RugKnots - I do NOT RECOMMEND buying from them!
RugKnots - I do NOT RECOMMEND buying from them! - Image 2
RugKnots - I do NOT RECOMMEND buying from them! - Image 3
My review sums up my TERRIBLE experience in buying rugs from Rugknots & their rug Partner, Arsh’s Fine Rugs. I ordered & bought (3) hand-knotted Persian rugs from Rugknots.com online site in Sept 2018. I ended up selecting Rugknots based on their reviews, online photos & rug selection. Rugknots has a partnership with Arsh’s Fine Rugs / (AFR) who have their own warehouse of persian rugs in a separate location from Rugknots. It turned out that AFR, and not Rugknots, stored & shipped me my (3) rugs. This is relevant info, b/c NONE of Rugknots’ employees ever saw or inspected any of the (3) rugs AFR shipped me in Sept 2018. When I got them, every rug had damages & defects, but each rug had looked “perfect” on Rugknots website photos. Since buying their rugs, I now know that most defects & damages on rugs, especially persian rugs, are next-to-impossible to see on online photos, so photos don’t mean anything. To safely buy any rug, especially custom persian rugs, you need to go in person to a good quality rug dealer or seller, & closely inspect any rug you’re interested in buying. If I’d been able to see my (3) rugs in person beforehand, vs buying them online, I never would’ve bought any of them! My Contractor was with me when I first got my rugs, & both of us saw first-hand that each of my rugs had varying degrees of damages & defects. Again, none of these marks or defects were evident on Rugknots’ online photos. I complained immediately to the Rugknots’ employee who'd sold me my carpets to tell him how unhappy & dissatisfied I was with my rugs & sent him some rug photos to document their damages - as I earlier stated, most photos hide or disguise rug damages, especially persian rugs, as these rugs are intricately patterned & colored; most stains & marks, even bad ones like my rugs had, are almost impossible to see in online photos - once both my Contractor & I saw my rugs up close, we immediately saw the full extent of the (3) rugs’ damages. The entire time I had my rugs, NO ONE from Rugknots’, including the Owner and Management, ever called me to apologize for AFR shipping me damaged rugs, or offered to make things “right” or make sure I was satisfied. Had Rugknots offered to work with me & make things “right”, after finding out how dissatisfied I was with every rug they shipped me, I would’ve happily given them a positive review & recommended them to others. I also would have happily kept all my rugs they’d shipped me, IF their rugs had actually matched their online photos & descriptions. After my dreadful experience buying online rugs from these (2) rug businesses, I will never shop online again for any rugs, but will only buy any future rugs from a local, reputable rug seller. After returning my damaged rugs, I later found out the onus of proof for being shipped damaged rugs is entirely on the Customer and not on Rugknots or their Partner, AFR. Their return policy is completely biased against a customer being able to get your money back, as according to both Rugknots & AFR, every rug they ship out is fully inspected as being in “excellent condition” before they ship them out, NO exceptions. Despite my best efforts,& despite sending them documented proof, Rugknots never accepted I’d been shipped damaged merchandise & refused to take any responsibility for their Partner shipping me damaged goods. It was my word against theirs, I was in a total no-win scenario. & When I decided to return my damaged rugs in early Dec 2018 (& shipping & packaging heavy custom rugs is a huge challenge!) Rugknots would only agree to refund me 1/2 what I’d paid, & I lost over $4000! Rugknots fully backed & supported their rug Partners AFR over ME, their paying customer, as AFR insisted all my rugs had been fully inspected before being shipped to me in “excellent condition”. My Contractor also wrote Rugknots a witness statement stating he saw firsthand how each of my (3) rugs had been damaged when I received them, & AFR wasn’t telling the truth about shipping me undamaged rugs- they were already damaged when they sent them to me! My Contractor also gave them his business license & phone # & asked Rugknots to call him for more information; Rugknots never bothered to follow up & call my Contractor to confirm I was telling them the truth. Due to Rugknots’ mainly positive reviews, I initially trusted them & fully believed I’d get all my money back when I shipped them back. I didn’t find out until mid-January 2019, that Rugknots refused to believe or back me over their rug partner AFR. Because I waited too long to file a complaint against these (2) rug businesses, I was unable to get my unrefunded $4000 back from my credit card company & unable to take them to Small Claims Court, since they’re located in a different State. Whatever happened to TRUSTING & BELIEVING YOUR PAYING CUSTOMERS & MAKING SURE THEY’RE FULLY COMPENSATED & SATISFIED?! ***Pls Note: Product or service I reviewed (see below box) is wrong & got filled in by default. I reviewed Rugknots & their Rug Partner, Arsh’s Fine Rugs & not Bosch Spa Treatment.
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Loss:
$4100
Pros:
  • Easy to find online website
Cons:
  • Merchandise not as shown or as described
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

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